Maurice Meade - Case Study
Industry: Retail Hairdressing
Client: Maurice Meade Hair Salons
Location: Western Australia - State Wide
Services: Tang.Tel Voice over the Internet IP PBX Solution
Maurice Meade owns and operates an aging set of Panasonic on-premise telephone systems (PBX) located at the head office and each of the Maurice Meade hair salons located throughout Western Australia.
NBN internet services have been installed at all locations and the headquarters of Maurice Meade. With the change over to NBN voice services for PSTN and ISDN have been moved over to VoIP services.
The current provider of the PSTN and ISDN voice services for Maurice Meade group of salons was Telstra. As the current provider, they have locked the Maurice Meade group into a contract for the provision of Panasonic PBX and voice lines.
Maurice Meade was looking for a complete solution to bring its head office and all of its current and future salons into a single connected voice solution. It was looking for a solution which would provide reliability, redundancy, ease of call control and transfer between all outlets. A planned single number to reach all salons based on an auto-receptionist system, salon voicemail, messages on hold promotional advertising were all part of the design brief.
Maurice Meade was also looking to end its contract with Telstra and remove the ongoing cost associated with the current Panasonic PBX system. Ending the current hardware contract and reducing the number of phone lines, whilst improving customer service was the long term objective.
Tang.Tel conducted an intensive and detail review of the current PBX equipment and voice lines currently in place
We met with key staff, visited all the branch retail locations and documented the current Pansonic PBX telephone system call flow and configuration.
Armed with this information we recommended and selected the Tang.Tel cloud-based IP PBX, we selected a capped 25+ service configured and pre-setup ready for deployment the hardware to connect to the Tang.Tel IP PBX. We were able to configure the Tang.Tel IP PBX to match identically the current PBX telephone system number plans and extension, ring groups and other features specific to each salon.
Tang.Tel IP PBX being totally cloud-based allowed for a rapid and easy cut over from the existing Panasonic PBX telephone system and Telstra provided voice services. The solution provided by the cloud-based IP PBX allowed for the creation of a single central IP PBX to service head office and all branch salons as a single business entity, this permits a faster and more comprehensive customer service experience across all divisions of the Maurice Meade group.
Tang.Tel then conducted a line number port for Maurice Meade head office and salons direct dial numbers into our Tang.Tel IP PBX platform. This was done to prevent any loss of voice services for its customers, and remove the need for new numbers to be allocated to each of the Maurice Meade salons.
We configured the auto-receptionist, voicemail, ring groups, auto-failover and voicemail to email service as part of the deployment, these services were never capable of being delivered using the existing Panasonic PBX systems.
We assisted Maurice Meade in the selection and subsequent purchase and deployment of the Yealink VoIP handsets for all staff at head office and for each of the salons.
Once fully deployed we trained key staff and stakeholders during a half-day session, and handed the Tang.Tel cloud-based IP PBX over to Maurice Meade to maintain and operate.
Since the installation of the Yealink desktop phone hardware configuration of the Tang.Tel cloud-based IP PBX services through Western Australia, Maurice Meade have had zero downtime or any issues with the Tang.Tel cloud-based IP PBX.
Customer call answering rates have increased by now having a single number to call which results in the customer being able to access any division of the company without having to call back on a different number.
All staff are connected and immediately online to attend to any customer request from any location.
Call overflow by staff in locations who can assist other locations which may be busy attending to other customers increases customer satisfaction and results in increased salon bookings throughout Maurice Mead.
The running costs of the Tang.Tel IP PBX is a pay as you go service and has significantly reduced monthly operating expenses, Maurice Meade is no longer paying for or maintaining legacy hardware, support and service contracts for the Panasonic PBX located at each salon allowed for key staff to be allocated to other customer service activities which help grow the business.
Fully deployed and operating by September 2020 as requested by Maurice Meade, no maintenance, support or service has been required throughout the entire Maurice Meade salons. Any changes to names or basic telephone workflow rules are all being performed by Maurice Meade internal staff, which has further reduced operating expenses and empowered internal staff to own the Tang.Tel cloud-based IP PBX system.
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